CN103325191A - Complete-interactive customer service terminal operation prompting system based on cloud computing and method thereof - Google Patents
Complete-interactive customer service terminal operation prompting system based on cloud computing and method thereof Download PDFInfo
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- CN103325191A CN103325191A CN2012100760814A CN201210076081A CN103325191A CN 103325191 A CN103325191 A CN 103325191A CN 2012100760814 A CN2012100760814 A CN 2012100760814A CN 201210076081 A CN201210076081 A CN 201210076081A CN 103325191 A CN103325191 A CN 103325191A
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Abstract
A complete-interactive customer service terminal operation prompting system based on cloud computing comprises a client terminal, a manual service terminal and a cloud server which are communicated with one another. The client terminal is composed of a client terminal controller and a client terminal input and output device, and a light prompting device is arranged on the client terminal input and output device. The client terminal controller sends an operation request to the cloud server, the cloud server searches for the multimedia information required by the operation request and transmits a multimedia action instruction to the client terminal and the manual service terminal at the same time, then the manual service terminal transmits the next action instruction to the client terminal controller, and the corresponding light promoting device acts under the control of the client terminal controller. The manual service terminal is composed of a manual service terminal controller and a manual service terminal input and output device.
Description
Technical field
The present invention relates to a kind of customer service apparatus and method, relate in particular to a kind of customer service personnel use Possum to the client exchange method.
Background technology
At present, in public business hall, the self-service equipment function that arranges of travel agency, bank outlets, government working hall is more and more, uses also comparatively complicated.Business hall with telecom operators is example, and the physics input-output device that self-aided terminal comprises has: bank note drops into recognizer, I.D. card reader, bank card card reader, mobile phone card card sender, code keypad, mobile phone wallet card reader, with bar printer, Fingerprint Identification Unit etc.The client can not know using method and order in the face of numerous input-output device opening and positions on the self-aided terminal, just needs the contact staff to carry out effective communication if encounter problems.
Existing solution is that the customer service personnel help the user to use by the customer service liaison mode, but, when equipment opening and position are more on the self-aided terminal, to the client concrete equipment aperture position and use order are described far away from the very difficult mode by voice dialogue of the contact staff of client service center.
Application number is 200610033158.4, denomination of invention is the patent of invention of " remote multi-media onsite no-man on-duty telecom business office system ", in this patented claim, contact staff's head portrait and voice can manifest in client, i.e. " face-to-face " dialogue, but customer service only only limits to client screen to client's help, and the contact staff does not have effective way to the client various device aperture position and use order to be described.
Application number is 201010296805.7, denomination of invention is the patent of invention of " remote interaction business hall customer service device and method of operating thereof ", and in this patented claim, contact staff's head portrait and voice can manifest in client, namely " face-to-face " talk with.Customer service also can help the user by the mode of remote desktop.But customer service only only limits to the client indicator screen to client's help, and the contact staff does not have effective way to the client various device aperture position and use order to be described.
Summary of the invention
The purpose of this invention is to provide and a kind ofly can realize that the contact staff illustrates the method for various input-output device aperture positions and use order on the self-aided terminal to the client, and provide and implement the needed customer service system of said method.
For achieving the above object, the present invention is by the following technical solutions:
A kind of client terminal that has the terminal operation prompting, it comprises client controller, display screen and input-output device, is furnished with the light suggestion device at described input-output device.
Described input-output device comprise bank note drop into recognizer, I.D. card reader, bank card card reader, mobile phone card card sender, code keypad, mobile phone wallet card reader, with bar printer or Fingerprint Identification Unit.
Described smooth suggestion device is made of led chip or lyo-luminescence device.
A kind of complete mutual customer service terminal operation prompt system based on cloud computing, it comprises client terminal, seat terminal and the high in the clouds server of intercommunication mutually; Described client terminal is made of client controller, client input-output device, is furnished with the light suggestion device at described client input-output device; Wherein the client controller takes place operation requests to the high in the clouds server, the high in the clouds server is looked for the needed multimedia messages of operation requests, and send the multimedia action command to client terminal and seat terminal simultaneously, the seat terminal sends next step action command to the client controller then, and the client controller is controlled corresponding light suggestion device action; Described seat terminal is made of seat side controller, seat end input-output device.
Described high in the clouds server is made of full interactive communication high in the clouds server and complete mutual control high in the clouds server.
Described client terminal is at least one the client terminal that is arranged on public business hall, travel agency, bank outlets, government working hall; Described seat terminal is at least one pedestal seat terminal of Customer Service Center in same public business hall, travel agency, bank outlets, the government working hall.
A kind of complete mutual customer service terminal operation reminding method based on cloud computing may further comprise the steps:
1. client terminal sends operation requests to the high in the clouds server;
2. after the high in the clouds server receives the operation requests of client terminal transmission, look for the needed multimedia messages of operation requests, and send the multimedia action command to client terminal and seat terminal simultaneously;
3. client terminal and seat terminal are carried out the multimedia action respectively, and performed multimedia action is presented on client terminal and the seat terminal;
4. seat terminal next step action command that the client need be operated changes the lamp bright signal of light suggestion device into, and this lamp bright signal is sent to corresponding light suggestion device.
Described step 3. in, client terminal is back to the high in the clouds server with the information of running succeeded after executing multimedia action, the high in the clouds server is forwarded to the seat terminal with the information of running succeeded.
Adopt the present invention of technique scheme, when the client wants help, the customer service agent personnel are when using voice or video calling mode to instruct, the operation customer service agent terminal computer mutual high in the clouds server of please demanding perfection sends instruction to the client terminal computing machine, and the client terminal computing machine flashes according to the light suggestion device of instruction control appointment.The client sees that the light suggestion device flashes, and knows that namely current operation steps need carry out at the input-output device of light suggestion device indication.Like this, though the customer service agent personnel are away from client and self-aided terminal, but can be effectively indicate to the client and need input-output device aperture position and the sequence of operation of operating on the self-aided terminal, bigger improvement the client operating experience, improved the work efficiency of linking up efficient and customer service.
Description of drawings
Fig. 1 is the structural drawing of the complete mutual customer service system of band light suggestion device of the present invention.
Fig. 2 is the complete mutual customer service of the present invention and terminal operation prompt system synchronous operation sequential chart.
Fig. 3 is the flowchart of multimedia action command among the present invention.
Embodiment
As shown in Figure 1, a kind of client terminal that has the light suggestion device, it comprises client controller, display screen and input-output device 4, is furnished with light suggestion device 5 at input-output device 4, this light suggestion device 5 is made of led chip, also can be formed by a plurality of LED pointolite combinations, also can be constituted by other emitting components such as lyo-luminescence devices.Above-mentioned input-output device 4 comprise bank note drop into recognizer, I.D. card reader, bank card card reader, mobile phone card card sender, code keypad, mobile phone wallet card reader, with bar printer or Fingerprint Identification Unit etc.
A kind of complete mutual customer service system, it comprises client terminal 1, seat terminal 2 and the high in the clouds server 3 of intercommunication mutually; Client terminal 1 is made of client controller, client input-output device 4, is furnished with light suggestion device 5 at above-mentioned client input-output device 4; Wherein the client controller takes place operation requests to high in the clouds server 3, high in the clouds server 3 is looked for the needed multimedia messages of operation requests, and send the multimedia action command to client terminal 1 and seat terminal 2 simultaneously, the seat terminal sends next step action command to the client controller then, and the client controller is controlled corresponding light suggestion device action; The seat terminal is by seat side controller 6, seat end input-output device 7(keyboard, mouse or touch-screen) constitute.
Described high in the clouds server is made of the computing machine of high in the clouds server level.
Client terminal is at least one the client terminal that is arranged on public business hall, travel agency, bank outlets, government working hall; Described seat terminal is at least one pedestal seat terminal of Customer Service Center in same public business hall, travel agency, bank outlets, the government working hall.
As shown in Figure 2, the complete mutual customer service method of a kind of band light suggestion device, it may further comprise the steps:
2. the family terminal is sent operation requests to the high in the clouds server;
2. after the high in the clouds server receives the operation requests of client terminal transmission, look for the needed multimedia messages of operation requests, and send the multimedia action command to client terminal and seat terminal simultaneously, as Fig. 3;
3. client terminal and seat terminal are carried out the multimedia action respectively, and performed multimedia action is presented on client terminal and the seat terminal; Described step 3. in, client terminal is back to the high in the clouds server with the information of running succeeded after executing multimedia action, the high in the clouds server is forwarded to the seat terminal with the information of running succeeded.
4. seat terminal next step action command that the client need be operated changes the lamp bright signal of light suggestion device into, and this lamp bright signal is sent to corresponding light suggestion device, prompting light suggestion device, and how the prompting user operates.
Claims (8)
1. one kind has the client terminal that terminal operation is pointed out, and it comprises client controller, display screen and input-output device, it is characterized in that: be furnished with the light suggestion device at described input-output device.
2. the client terminal that has terminal operation prompting according to claim 1 is characterized in that: described input-output device comprise bank note drop into recognizer, I.D. card reader, bank card card reader, mobile phone card card sender, code keypad, mobile phone wallet card reader, with bar printer or Fingerprint Identification Unit.
3. the client terminal that has terminal operation prompting according to claim 1, it is characterized in that: described smooth suggestion device is made of led chip or lyo-luminescence device.
4. complete mutual customer service terminal operation prompt system based on cloud computing that requires 1 described client terminal based on aforesaid right and realize, it is characterized in that: it comprises client terminal, seat terminal and the high in the clouds server of intercommunication mutually; Described client terminal is made of client controller, client input-output device, is furnished with the light suggestion device at described client input-output device; Wherein the client controller takes place operation requests to the high in the clouds server, the high in the clouds server is looked for the needed multimedia messages of operation requests, and send the multimedia action command to client terminal and seat terminal simultaneously, the seat terminal sends next step action command to the client controller then, and the client controller is controlled corresponding light suggestion device action; Described seat terminal is made of seat side controller, seat end input-output device.
5. the complete mutual customer service terminal operation prompt system based on cloud computing according to claim 4, it is characterized in that: described high in the clouds server is made of full interactive communication high in the clouds server and complete mutual control high in the clouds server.
6. the complete mutual customer service terminal operation prompt system based on cloud computing according to claim 4, it is characterized in that: described client terminal is at least one the client terminal that is arranged on public business hall, travel agency, bank outlets, government working hall; Described seat terminal is at least one pedestal seat terminal of Customer Service Center in same public business hall, travel agency, bank outlets, the government working hall.
One kind arbitrary based on claim 1-6 and the complete mutual customer service terminal operation reminding method based on cloud computing realized is characterized in that it may further comprise the steps:
1. client terminal sends operation requests to the high in the clouds server;
2. after the high in the clouds server receives the operation requests of client terminal transmission, look for the needed multimedia messages of operation requests, and send the multimedia action command to client terminal and seat terminal simultaneously;
3. client terminal and seat terminal are carried out the multimedia action respectively, and performed multimedia action is presented on client terminal and the seat terminal;
4. seat terminal next step action command that the client need be operated changes the lamp bright signal of light suggestion device into, and this lamp bright signal is sent to corresponding light suggestion device.
8. the complete mutual customer service terminal operation reminding method based on cloud computing according to claim 7, it is characterized in that: described step 3. in, after client terminal executes the multimedia action, the information of running succeeded is back to the high in the clouds server, and the high in the clouds server is forwarded to the seat terminal with the information of running succeeded.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201210076081.4A CN103325191B (en) | 2012-03-21 | 2012-03-21 | A kind of complete mutual customer service terminal operation prompt system based on cloud computing and method thereof |
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| CN201210076081.4A CN103325191B (en) | 2012-03-21 | 2012-03-21 | A kind of complete mutual customer service terminal operation prompt system based on cloud computing and method thereof |
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| CN103325191B CN103325191B (en) | 2016-12-14 |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104715372A (en) * | 2013-12-17 | 2015-06-17 | 青岛龙泰天翔通信科技有限公司 | Card swiping transaction method |
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| US20070050197A1 (en) * | 2005-06-17 | 2007-03-01 | Edward Efron | System and method of interacting with hotel information and services |
| CN101958899A (en) * | 2010-09-29 | 2011-01-26 | 海盐县供电局 | Remote interactive business hall customer service device and operation method thereof |
| CN202904751U (en) * | 2012-03-21 | 2013-04-24 | 正信智云（北京）科技发展有限公司 | A client terminal and a full interactive client service operation prompt system based on cloud computing |
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2012
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Patent Citations (6)
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| EP0902580A2 (en) * | 1997-09-12 | 1999-03-17 | Nortel Networks Corporation | Public communications services vending method and apparatus |
| CN1338695A (en) * | 2001-07-17 | 2002-03-06 | 天津南开戈德集团有限公司 | Self-service network system and its operation method |
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| US20070050197A1 (en) * | 2005-06-17 | 2007-03-01 | Edward Efron | System and method of interacting with hotel information and services |
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